Fundamentals of Telephone Skills

Customer Experience and Sales|2 days|Classroom or live online

Fundamentals of Telephone Skills is built for delegates who need to be useful in this area quickly. It starts at first principles and works through sales forecasting and difficult conversations without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with service level design, upselling and cross selling and proposal writing in their own organisation.

What delegates leave able to do

Take ownership of service level design rather than escalating it, measured against recognised service design practice
Make a decision about upselling and cross selling without waiting for a specialist
Bring proposal writing into line with current good practice
Review service recovery and say plainly whether it is working

What the course covers

Sales forecasting
Difficult conversations
Service level design
Upselling and cross selling
Proposal writing
Service recovery
Complaint handling

Who should attend

key account managers
client relationship managers
customer service managers
sales managers

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.

Scheduled dates

16 to 17 Nov 2026	Port Louis	USD 1 100
4 to 5 Jan 2027	Durban	R10 000
15 to 16 Feb 2027	Nairobi	USD 1 100
29 to 30 Mar 2027	Cape Town	R10 000
3 to 4 May 2027	Cape Town	R10 000
31 May to 1 Jun 2027	Johannesburg	R10 000
5 to 6 Jul 2027	Durban	R10 000
9 to 10 Aug 2027	Gaborone	USD 1 100
13 to 14 Sep 2027	Johannesburg	R10 000
11 to 12 Oct 2027	Harare	USD 1 100
15 to 16 Nov 2027	Cape Town	R10 000

Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.

How to book

Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.

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